Toyota’s safety recall, (followed by Honda, then Peugeot Citroen) of an additional 2.3 million cars made me think about the intersection of customer service and financial prudence. Toyota’s repairs to correct a mechanical fault will cost the business hundreds of millions of dollars in lost profits.
Why is Toyota spending this money now when it will obviously damage the business’s bottom line? Read more at the original BNET post to find out.
Tokyo’s fashionistas can’t get enough of the Smorkin’ Labbit.
“Everyone I know is into Smorkin’ Labbit,” said Tomodachi Inai, “but, of course, I don’t have any friends.”
Toyota denied rumors they were recycling stuck accelerator pedals into Smorkin’ Labbits.
“Categorically untrue,” said Toyota spokesperson Perky Oppai, “Toyota provides the software that controls the Smorkin’ Labbit.”
“Silly Smorkin’ Labbits, they should all be shot,” fumed Elmer Fudd in Hollywood, “Smork this!”
# # #
In other news, Yukio “Bird” Hatoyama revealed his mother irons his Doraemon underwear every morning before handing him a big bag of illegal political contributions.
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After seeing these pictures all I want to do is play Gran Turismo circa 1997 and make a Tamiya model. There is no production based championship which is as awesome as the JTCC. Look at the stance!
Viva i 90s.
This is a Wikipedia post outlines the Ford Pinto safety controversy:
The model became a focus of a major scandal when it was alleged that the car’s design allowed its fuel tank to be easily damaged in the event of a rear-end collision which sometimes resulted in deadly fires and explosions. Critics argued that the vehicle’s lack of a true rear bumper as well as any reinforcing structure between the rear panel and the tank meant that in certain collisions, the tank would be thrust forward into the differential, which had a number of protruding bolts that could puncture the tank. This, and the fact that the doors could potentially jam during an accident (due to poor reinforcement) allegedly made the car less safe than its contemporaries.
I guess this 1977 Mother Jones article seemed to have been influential: Pinto Madness.
For seven years the Ford Motor Company sold cars in which it knew hundreds of people would needlessly burn to death.
I’m following the role of Mr. Dimitrios Biller here (so far):
I brought into our family our 4th Civic last month.
Previously, I had posted about the opportunity that Toyota had to salvage their brand amid recalls that have reached an unprecedented scale. Other brands have managed this in the past, such as Maple Leafs Foods or Johnson & Johnson. Toyota could have acted quickly to remedy the situation and communicate to the marketplace how seriously they were taking the problems.
Alas, Toyota missed their chance and now their brand is essentially in a free-fall. The apology from Toyota’s boss, Akio Toyoda, was generally seen as lackluster. The recall has been slow and the details to consumers have been scant. All of this tells Toyota’s consumers and partners that the problems just aren’t that important to the company.
A brand at its essence is a promise to all stakeholders, consumers and otherwise. Toyota’s promise was about operational excellence and innovation. For the foreseeable future, this promise will carry no credibility in the market. Their perceived ability to be flexible and move quickly is gone. Their public image is shot. In sum, a once mighty brand, that caused terror in their American counterparts, is badly damaged.
What do you think? Will the Toyota brand ever recover?
Another great post by Bruce Temkin at Customer Experience Matters; his team has applied the C.A.R.E.S. model to Toyota’s service recovery in the wake of recent controversy:
Kara says:
So I found out how much it’s going to cost to get my flipping kitty fixed, and for her needles, I feel like I’m getting robbed. It’s as bad as the government taxing tampons.
How was your day?
Amanda says:
Equally exciting.
Kara says:
hahahahaha
Tell me about it
I actually did fun things today.
Amanda says:
I bought my friend a surprise birthday gift that may or may not involve good vibrations.
Like what?
Kara says:
What a gift! Well I did my taxes, and went to visit my dad who is super sick then I went and made an appointment for Birken. And I picked up a few things that I’m going to need for valentines.
I’ve been toying with the idea of picking up some nice flowers, not roses though.
Amanda says:
oooooOOOOo do you have crazy things planned?
I heart birds of paradise
Kara says:
I’m working on it. Yeah me too, but I’m thinking, something still alive and potted rather then cut flowers.
Lasts longer.
Green Village had potted birds of paradise on sale a little while ago. I’ll have to stop by.
Amanda says:
Sorry about your dad, what’s up?
Tomorrow I accept an award for diversity for writing about gender politics and my labia.
Kara says:
He’s just ill. They still don’t know what’s wrong with him. I tried to give him a needle today but I didn’t have the nerve and just made him bleed a little. Beyond that he’s on medicine that costs $1400 for 40 pills.
anti-nauseants.
Weeeooooo
Congrats
Amanda says:
jesus
Kara says:
your labia wins an award
well done
Amanda says:
I’m sorry babe. And yes, I have an award-winning labia.
How’s the lady? Still honeymooners?
Kara says:
I’d like to think so. She’s just great, she brings me coffee sometimes.
I really can’t complain. I’ve never dated someone that I actually have a number of things in common with. I’m learning that it makes things a lot easier.
Amanda says:
It does. And it’s worth it.
Anything exciting in the news?
Kara says:
I wouldn’t want to own a Toyota right now. Ellen is amazing on American Idol…i’m watching as we speak. Other then that, not much news.
I have a date tomorrow to watch Sarah Silverman, OOOH
and
It’s possible that Leanne will meet my Dad tomorrow.
If he’s home.
I feel like that could be a big deal.
In a good way.
Amanda says:
Really? I would date Sarah Silverman. And meeting the dad is a big deal, has he met many of your beaus to date?
Kara says:
Yes, A… he met her a year and a half into that. And even then we only had dinner with them once, and a few quick visits.
Amanda says:
Do you believe in getting married and all that jazz?
Kara says:
I’m all torn up about this very subject… I’d like to believe it’s possible that I’ll find someone I’ll want to marry. But realistically, I’ve seen enough divorce….so if I get married it’s only going to be once. It will be calculated and figured out by a list of pros and cons.
Amanda says:
If I ever do it….I just want it to be simple. On a mountain with friends with one hell of a bachelor’s party. But I’m not certain I want rehearsals and ring bearers and all that shiaaat
Kara says:
See…. I would elope. I’d invite maybe 5 friends, and my brother if he wanted to come.
Amanda says:
I want presents. And dancing.
Kara says:
Weddings are unimportant to me.
The focus is the marriage, not the wedding.
hahaha
Amanda says:
true true true
Kara says:
I’d get into a pant suit to be your best man though
Amanda says:
Damn gay, you would.
Alright alright. I’m off to have a nap (which is code word for personal bath tub fun)
I will let you know how all the people love my labia tomorrow
xoxox
Kara says:
Enjoy that! hahaha
jesus.
